The root cause of the issue has been identified and resolved. All calls are now routing normally.
When the incident occurred, we moved calls from the impacted system to a failover system, which continued to route calls as normal. However, during this process, we identified that approximately 20% of tracking numbers were not able to be moved and continued to experience problems. We have identified the cause of that issue as well and are working to correct it.
Posted 4 months ago. Apr 18, 2019 - 11:59 EDT
Fixes have been deployed and calls are routing normally. We're continuing to monitor for errors.
Posted 4 months ago. Apr 18, 2019 - 11:22 EDT
We've rerouted call traffic to the backup call routing application and performance is back to normal as of 10:23 EDT. We're continuing to investigate the root cause.
Posted 4 months ago. Apr 18, 2019 - 10:42 EDT
We are currently investigating degraded performance in our call routing application.